Peter is the epitome of enterprise transformation expert. With over 30 years of senior experience, both in the UK and worldwide, he has consulted on, managed, set-up and right-shored large contact centre Sales and Service operations. In addition, Peter has led training and development functions and helped major change initiatives in IT implementations, target operating model transformations and omni-channel service strategies.
Peter’s “change agent” approach – that of change through engaging with people, rather than purely through design and planning – comes as a breath of fresh air and significantly aids employee engagement with plans and migrations.
As Managing Director and Lead Consultant of the UK Consultancy firm Develop Life Ltd, Peter’s recent projects have included strategic channel shift initiatives in both Public and Private Sector organisations. Recent Clients have included:
Additionally, Peter has been known as an elearning pioneer. Since the mid-1990s, he has been using web-based tools to give contact centre advisors finger-tip access to real time information on their projects. More recently, he has been working with robotics, chat tools and AI to bring key information and context-sensitive guides to advisor desktops.
Peter’s talk will be on options for AI within the service delivery area of the business – turning it inwards as a means of supporting staff at the front line. The question Peter will ask is simply this: “How can we achieve operational information ‘twitch-speed’ using AI, in a way that supports our people and engages with all learning styles?”
The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.
Tel: 010 003 0020